Well...I've forced myself to "endure" Vitacost's consistent slow and inefficient confirmation/shipping process; as well as frustrating dealings with there almost non-responsive customer service team - for over 12 months now. I've opted to do this only because they are still a little cheaper than most other online vitamin vendors.
About a week ago, I received a nice email (mass-posted email) from their CEO, saying that he was sorry for certain "issues" customers had been dealing within regards to their customer service. And that they've completed a lot of infrastructure change etc to help alleviate these "problems". He offers a 10% coupon and a commitment to better service, etc. from now on.
Sounds good...it was almost time for my next order so I take the plunge. Oh to get the discount you must order by phone. After about 20 unsuccessful attempts I finally get connected, though after being on hold for about 30 minutes, I take the suggestion of their automated voice system (very irritating voice btw) that I can leave my # and they will call me back.
Well I do this, and again after waiting 5 hours for a call back that never comes I call again. Once again many attempts are needed to connect to their support lines to make the order. When I do get through the process takes forever...and they are out of a couple of things I wanted (not a big deal, I guess that happens). 2 days later I get an email saying they have cancelled another item due to the manufacturer being out of stock (again fair enough, I guess that happens from time to time), but no advise on whether anything has shipped, and yes no advice as to a refund of the amount that they canceled.
Still waiting for some sort of shipping confirmation, their website (my account) doesn't even show the order...and still no answer to my question (am I surprised - no). Just disappointing customer service for a company to treat their customers this way. I think it's time to spend about 10% more and go with iHerb (really good and responsive service from those guys)! Well worth it to order, pay slightly more, and not have to deal with crappy customer service.
LAS VEGAS, NEVADA -- I ordered 30 items 8 hours ago and then I found out I forgot to order one more item after I finished the transaction. The system on the website is very lame and stupid. You can remove the item you purchased after you finished the transaction but you cannot add more item if you want to buy more in 10 minutes (this is the limit time you can edit your order). I guess they purposely programmed the system like this so the customer has to place a new order so they can make more money on the shipping fee.
So the next morning I called the Customer Service and this lady named ** (don't even know if this is her real name), picked up the phone and her service was very unhelpful at all. I asked her if she can help me edit my order because I forgot to purchase one more item to my order. She said, "Your order has been packed. We can't change your order but you have to place a new order"!!!!
Why is it so hard for her just to repack my order? My order is worth more than 200 dollars and I am a repeat customer. And then I asked her if she could help me find out specifically how many days it takes to ship to California. She just replied it takes 3 - 10 business days and she doesn't want to explain specifically. Come on, I also know it takes 3-10 days to ship to everywhere in United States. I read this on the website. She thinks I was dumb or stupid.
I actually do know how many days it takes to ship from Las Vegas to California because I always order from Vitacost.com. It is usually only take 3 business days. But because this lady is so lazy and doesn't want to help at all so she just said 3 - 10 business days in general. Doesn't even ask "is there anything else I can help you today?"
I was very disappointed at this lady but not at Vitacost.com. I know it is because of her that makes Vitacost.com image looks bad. So for Vitacost upper management, please train your Customer Service again. Your customer service used to be great and helpful. You can lose your old faithful customer to another business. Please do something about it.
THE WORST! WILL NEVER USE AGAIN. I would rather pay more money at Whole Foods than go through this hassle with this scam company. I ordered something on their website and then I canceled it. I received a cancel confirmation from Vitacost that the money would be returned to me within 72 hours.
I called the next day to confirm, but was told that the order had already been shipped out!!! The guy noticed the cancellation e-mails and said he didn't understand why it was shipped out but he would contact UPS to have the package sent back to the warehouse and once it was received, I would get my refund in 72 hours.
I don't understand why their mistake of sending it out, even though it was confirmed as canceled, meant I have to wait for them to receive it back in order to get a refund, even though they should not have sent it out. I waited for the refund. Nothing. I called the next week. I was told it was still in route to the warehouse. Even though I called on the day it was sent out, it apparently took 2 weeks for Vitacost to "receive it back". After 2 weeks, I called and was told by 2 separate reps that I would be receiving my refund in 72 hours.
I searched my account the whole week and the week after - nothing! I called today - almost a month after the order was actually placed - and was put on hold 3 times, and for 30 minutes. I was told that it is not confirmed that it has been received back. Well, it's a good idea I got the UPS tracking number from the original rep because when I gave it to her, she said that it had actually been received but she couldn't confirm if I will get my refund or when! I told her she better confirm to me that I AM getting my refund, and then she said she'd talk to the refund dept about getting the refund.
I told her to quote the amount and she quoted it at 3 dollars less than what I paid. I am still waiting now nearly a month later for this refund, and have been given the runaround and lies. Even though I canceled it and was given a cancel confirmation, they still won't give me the refund. BUYERS BEWARE!
LEXINGTON, NORTH CAROLINA -- I ordered some supplements via Vitacost 26/11/12. They shipped the box with the 'wrong' order value on the dispatch details, meaning I was charged import duty, where there shouldn't have been any. To reiterate, the value they put on the label outside was not what I paid (invoice), and didn't even match their own pick ticket sheet inside the box.
I did not accept the package as the purchase was specifically calculated not to trigger my countries (UK) import duties, i.e. under £15. I explained the issue and was told via email, that I would be given a refund if I sent a scan of the charge. I picked up the package and paid the duty. I then sent the scans, and customer support (surprise, surprise) refused my promised refund and denied any responsibility.
Customer service is terrible if you have a problem. Whether you're an international or domestic customer, there are better options. My next try will be with Swanson, considerably cheaper and you often get buy 1 get 1 free on many of the same products. One final thought, If they can lie as easily as they did, their customers truly mean nothing to them. Hope this helps.
PORTLAND, OREGON -- Regardless of my requests to stop receiving their frequent email offers, they still send them. I am calling the office after I send this to make sure my information is removed or changed to fake addresses - though I was able to get a good price per item the shipping and handling was expensive, and it took close to a 9 days to receive the items when they should have arrived 4 business days after the order was processed!
Overall the Tea Tree Toothpicks Minty Strength was significantly weaker than a box I bought at New Seasons two days after I ordered them, which leads me to believe they may have dried out sitting in a warehouse for some time before they were sent to me. I am very disappointed.
LAS VEGAS, NEVADA -- I am received very poor customer service from Vitacost for the past few months. This includes lost orders, partial shipment, damaged shipment, very poor communication from the customer service dept. including long hold times, not coming to the phone at all!, unhelpful email responses from customer service, etc... the list goes on and on!!!
Jeff Horowitz is the CEO of Vitacost and the list of board of directors can be found on their website. It is really terrible that one would have to take measures this far because it can't be resolved at the customer service management level. However, after months of undue stress just to receive an complete, intact order or at least help from customer service, I'm not sure what one must do???
TEHACHAPI, CALIFORNIA -- From my cart I clicked on the "Check out with Paypal the safer, easier way to pay" link to complete my order. In Paypal I selected my card and specified my shipping address. I placed my order and Vitacost.com got my credit card number just fine, but did not care about getting the proper shipping address.
After seeing the mistake on the confirmation email, I had no way of canceling the order. My Vitacost.com account didn't even recognize that I had submitted an order. Vitacost.com customer service was closed, so I sent an email.
I got a reply, late the next day, to inform me that my order has already shipped and that Vitacost.com is sorry for any inconvenience this may have caused... My $65 worth of product is being shipped two states away!
After 16 minute phone call to Customer Service after work, I was given the option to had someone at the other address ship it to me and pay for that shipping. Or to wait for it to arrive, call customer service, wait and wait for someone to answer, get a return number, ship it back, wait for them to re-receive their products again, refund my account, and order that whole thing again. In that amount time, I will have already gone elsewhere for my purchases.
LEXINGTON, NORTH CAROLINA -- Refer a Friend - did that. Wait 'til you try to find your $10 credit! Is it in your account? No. Did you get an email? No. Called friend, "Did you place an order for more than $50?" "Yes, already using the products." Back to the website, after much search, many menu's down, another login on a different site, more clicks and there it is??? Almost...
Now claim it and then a message they will email a coupon for the $10. Hours later, no email, not in spam, call Vitacost. "It takes TWO or THREE DAYS" to get their email!!! "OK, I want to place an order now, can you speed it up?" Like everything else at Customer Service (???) the answer is NO.
I would suggest being extremely careful when dealing with these crooks. I have attempted several times to get them to set up a magazine they promised in one of their "deals" at their website, and they have not responded to ONE email, nor have they returned calls, the real pain, anytime you call to talk to a sales rep, no matter what time it is, they are always "busy" and the person on the other end states how they will relay the message to customer service person and they're updating their phone lines. They should "update" their people skills.
LEXINGTON, NORTH CAROLINA -- I have placed three orders over the past couple of months and could not believe how quickly they arrived. The items were large and fairly heavy but were packaged perfectly with care. Don't know who their mail service is with - couldn't read the name on the truck. Wish I knew because I would use them myself. I have had so much trouble with UPS and FEDEX taking my packages to wrong addresses and sometimes just disappear (this has happened four times with orders from Amazon).
I do a lot of mail orders and I will definitely use this place again and again. The products are great and their service is amazing. I've read some very negative posts on the one in Nevada and I can't speak on that one but this main website in NC is the one I'll do business with again. Their prices are unbeatable and shipping is free mostly - don't buy the extra fast shipping because the regular shipping gets here faster!